Air Arabia launches state-of-the-art call centre facility

"Operating an advanced Call Centre is paramount to the success of our airline. Our first-class Call Centre facility will guarantee an unprecedented level of professional and consistent services, as well as daily availability to all our customers in the MENA region," said Adel Ali, Air Arabia's CEO. "Despite our primary focus on online booking, we at Air Arabia believe that our unique travel offerings should be accessible to those who do not have internet access and those who prefer having verbal contact with Air Arabia agents," he added.

The Call Centre will initially be staffed by 16 bi-lingual agents with an extensive hospitality background, who are friendly, customer-service oriented, energetic, and above all willing to go beyond the call of duty to assist all Air Arabia customers. They will be responsible for answering general inquiries, booking for customers, and processing payments.

Air Arabia Call Centre agents will be supported by Intelligent Voice Response (IVR) solutions, an automated service that provides flight information and answers to basic requests. The IVR solution will enable agents to provide greater quality time to Air Arabia's customers who require specific services.

"We are in the business of providing superior services, which is ultimately about establishing rapport between the customer and the Call Centre agent. Friendliness, patience, and empathy are the key to maintaining happy and loyal customers," Rima Taher, Air Arabia's Call Centre Manager stated. "Having a Call Centre set to the highest global standards - technically and professionally - will greatly enhance our customer satisfaction and operational efficiency," she added.

All Call Centre agents have undergone a series of technical and personal training modules by professional trainers on issues ranging from booking procedures, browsing through flight schedules, processing payments, forwarding inquiries to the right person, as well as a host of people skills such as customer service, call courtesy, attentive listening, and selling skills.

With its inaugural flight at the end of October, Air Arabia will offer tremendous opportunities to travellers who are looking for competitive fares. Air Arabia aims to make air travel more convenient and frequent, while providing the lowest fares in the market without sacrificing the standards of service offered. The online booking service can be accessed at www.airarabia.com